Not Taking a Proactive Approach to Customer Service
Posted: Wed Jan 22, 2025 6:28 am
Recent studies by McKinsey & Company stress the critical challenges that businesses now face when dealing with customer support and service issues. Typically, today’s consumers demand swift responses on social media, with 40% expecting replies within an hour and 79% within 24 hours. Despite these expectations, only about 50% of businesses currently meet these response time standards.
Reactive customer support is all benin whatsapp number data about responding to queries and providing solutions on a case by case basis when consumers call on you. However, taking a more proactive approach to customer service can lead to greater customer success. Working in this way, your customer support organization can help customers anticipate future problems, and provide immediate solutions for their current difficulties.
Using omnichannel strategies, there are many options available for achieving this state. A Solution Center on your website with tutorials, Frequently Asked Questions, and downloadable resources is one approach you might take. Using conversational marketing tools, you can offer guidance and support to consumers throughout their customer journey, and build a solid relationship that goes beyond email and live chat.
With mobile devices now making up some 58.33% of website traffic, it makes sense for your customer service organization to harness the power of the mobile app and mobile messaging. With IDT Express 2-Way Messaging for example, you can engage in interactive conversations with your audience and allow recipients to respond to your SMS messages, enabling a seamless communication loop. Since the IDT platform supports multimedia messaging via WhatsApp, Viber, and Facebook Messenger, you can go beyond plain text and enrich your SMS messages with multimedia content.
Reactive customer support is all benin whatsapp number data about responding to queries and providing solutions on a case by case basis when consumers call on you. However, taking a more proactive approach to customer service can lead to greater customer success. Working in this way, your customer support organization can help customers anticipate future problems, and provide immediate solutions for their current difficulties.
Using omnichannel strategies, there are many options available for achieving this state. A Solution Center on your website with tutorials, Frequently Asked Questions, and downloadable resources is one approach you might take. Using conversational marketing tools, you can offer guidance and support to consumers throughout their customer journey, and build a solid relationship that goes beyond email and live chat.
With mobile devices now making up some 58.33% of website traffic, it makes sense for your customer service organization to harness the power of the mobile app and mobile messaging. With IDT Express 2-Way Messaging for example, you can engage in interactive conversations with your audience and allow recipients to respond to your SMS messages, enabling a seamless communication loop. Since the IDT platform supports multimedia messaging via WhatsApp, Viber, and Facebook Messenger, you can go beyond plain text and enrich your SMS messages with multimedia content.